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Service Optimization Analyst

Barcelona Ciudad Permanente Remoto / híbrido Ver descripción del puesto
As a (Senior) Service Optimisation Analyst, you will analyse technology support performance and demand to identify recurring issues, inefficiencies and opportunities for improvement. You will turn service data into actionable recommendations, lead regular performance reviews and track initiatives aimed at improving service quality, reducing support demand and increasing automation and self-service.

Added 13/08/2026

  • Improve IT service performance in a global technology environment.
  • Combine ITSM, analytics, automation and continuous improvement.

¿Dónde vas a trabajar?

The position sits within the Global Technology Support function, part of Infrastructure Services, and works closely with technology support teams, service owners and other Business Technology functions.

Descripción

The (Senior) Service Optimisation Analyst will be responsible for improving the visibility, efficiency and effectiveness of technology support services through service management, operational analytics and continuous improvement.

Key responsibilities will include:

  • Analyse service performance across Global Technology Support, Infrastructure Services and selected Business Technology services.
  • Monitor KPIs including ticket volumes, resolution times, first-contact resolution, backlog, SLA performance, customer satisfaction and self-service adoption.
  • Produce operational reports and executive-level service performance reporting.
  • Identify trends, recurring incidents, demand drivers, service risks and improvement opportunities.
  • Lead regular service performance reviews with support teams and service owners.
  • Define and track improvement actions, owners, deadlines and expected benefits.
  • Identify repeat incidents, avoidable support demand and inefficient processes.
  • Support proactive problem management by assessing recurring issues and their operational impact.
  • Identify opportunities to improve first-contact resolution and shift support activities towards lower support levels or self-service.
  • Recommend initiatives to reduce ticket volumes, manual workload, resolution times and unnecessary escalations.
  • Evaluate the effectiveness of improvement initiatives and measure realised benefits.
  • Monitor the adoption and performance of knowledge bases, self-service solutions, conversational support and workflow automation.
  • Identify opportunities to improve service request design, knowledge quality and user journeys.
  • Collaborate with Technical Support and automation teams to assess and implement service improvements.
  • Participate in major incident reviews, root-cause analysis and problem management activities.
  • Contribute to the continuous improvement of ITSM and ITIL processes.
  • Support service governance, audit and compliance reporting.

¿A quién buscamos (H/M/D)?

  • Experience in IT Service Management, IT operations, service performance or operational analytics.
  • Strong knowledge of ITIL practices, particularly Incident, Problem, Request and Continual Improvement Management.
  • Experience analysing ITSM data and converting findings into practical improvement actions.
  • Experience producing both operational and senior management reporting.
  • Strong analytical skills and ability to work with large or complex service datasets.
  • Experience leading service reviews and coordinating improvement actions across different teams.
  • Strong stakeholder management and communication skills.
  • Ability to challenge, influence and drive actions without direct managerial authority.
  • Advanced Excel skills.
  • Experience with Power BI or similar data visualisation and reporting tools is highly valued.
  • Experience working with ITSM platforms and their reporting capabilities.
  • Ability to combine, validate and interpret data from different sources.
  • Familiarity with knowledge management, service catalogues, workflow automation and self-service environments.
  • Fluent written and spoken English.



Experience with Power Platform, SQL, Microsoft Copilot or similar technologies will be considered an advantage.

ITIL certification, experience within global technology operations or previous exposure to proactive problem management, demand reduction and self-service optimisation will also be highly valued.

¿Cuáles son tus beneficios?

  • Opportunity to join an international and global Technology organisation.
  • Strategic role with exposure to senior stakeholders and different technology teams.
  • Direct involvement in service optimisation, automation and continuous improvement initiatives.
  • Opportunity to influence how technology support services are measured, managed and improved.
  • International working env
Ver más ofertas de empleo
Ignacio Rossini
Indicar número de referencia para la oferta
JN-082026-7082927

Resumen de empleo

Sector
Tecnología
Sub Sector
Testing
Industria
Technology & Telecoms
Localización
Barcelona Ciudad
Tipo de Contracto
Permanente
Nombre del consultor
Ignacio Rossini
Número de referencia
JN-082026-7082927
Modalidad de trabajo
Remoto / híbrido

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